OUR RETURNS POLICY

Returns and Order Issues

We're sorry your order isn't quite right. Whether you need a different size, have changed your mind, or have received an item with a problem, our team is here to help.

How to request a return

Please email contact@twiggytags.co.uk with the subject line:

'Return request – TT0000' (entering your order number)

To help us locate your order and respond as quickly as possible, please include:

  • Your order number – this begins with TT, for example TT12345
  • Your full name
  • The email address used to place the order
  • The postcode from your delivery address
  • The item or items you are contacting us about
  • The reason for your return or enquiry
  • Any supporting photographs, if relevant

What should I write?

Please give us as much useful information as you can. Here are some examples:

Sizing or fit

"The item is too small for my dog, so I would like to return it. I ordered a size Medium but may need a Large instead."

If possible, include the size ordered and explain whether the item feels too small, too large, too short or too loose.

Faulty or damaged item

"My order arrived today, but the clasp appears to be damaged and will not close securely."

Please attach clear photographs showing the complete item, the affected area, and where relevant, the packaging it arrived in.

Incorrect item received

"I ordered the pink design in size Small, but I received the blue design in size Medium."

Please tell us what you ordered and what you received instead. A photograph of the item and its label may help us resolve the issue more quickly.

Missing item

"My parcel arrived, but one item from my order was not included. I received the collar but not the matching harness."

Please list everything that arrived and identify the missing item.

Changed your mind

"The item has arrived safely, but it isn't quite what I expected, so I would like to ask about returning it."

Please tell us which item you wish to return and whether it has been used, worn, or removed from its original packaging.

Example return email

What happens next?

Once we receive your email, we'll use the information provided to locate your order and review your request. We'll then reply with the appropriate next steps.

Please wait for our response and return instructions before sending anything back, as this helps us make sure your return is handled correctly.

Ready to contact us?

Email contact@twiggytags.co.uk with your order number and the details above, and our team will be happy to help.

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